Learn

James Slaney is co-founder of Dubber and General Manager of Product.

1. How do you think data and analytics will change the way customers interact with their clients?

With the impacts on business we have seen from COVID, encouraging customer loyalty is more important than ever. Companies that want to provide consumer-centric products and services will be looking to analytics to inform every business decision.

An example of how voice data can be used is through sentiment analysis. Calls can be analysed to detect customer emotions, allowing businesses to use this data to identify opportunities for cross-selling or new sales, as well as identifying potential churn risks. By distilling vast amounts of call data, businesses can gain a more accurate reflection of general customer sentiment than, for example, customer satisfaction surveys. Understanding these potential risks and opportunities can be lucrative for businesses who want to put the customer at the centre of every business decision.

2. What are the major compliance issues impacting the use of call recording applications?

With regulations governing a variety of industries, and businesses increasingly operating globally, compliance is a key issue for many companies. Secure storage is a top priority when complying with regulatory frameworks, and this needs to scale to meet the 5+ year requirements of legislation such as MiFID II. Businesses can struggle to meet the high demands of regulations. On-premise solutions, and even some cloud providers, are unable to offer long-term storage that ensures businesses are compliant. Concerns about running out of storage space, data leaving the European Economic Area, or a lack of functionality such as audit logging, can mean businesses risk fines. When businesses are looking for call recording solutions, they need to ask themselves, does the call recording solution offer unlimited storage? Does it comply with global compliance standards? Can it provide back-up storage options for outages? How easy is it to set up? Is recalling specific records easy so the cost of ad hoc requests is kept to a minimum?

3. Where do you see the biggest opportunities for resellers today?

As Enterprises are seeing the importance of data, it’s possible for them to collect more data than they know what to do with or can practically use. Limited time and resources mean that, unless they are given the right tools to help segment and analyse data, any sustainable, repeatable business value that can be gained from data will be lost. This is where we see the biggest opportunities for resellers today: being a trusted advisor for businesses looking to access and understand their data. Analytics, powered by AI, offers businesses a way to extract value from the huge amount of data available to them: allowing them to improve their decision making through actionable insights.

Our most successful partners are able to show customers how an open API can allow for integrations with other products – like Salesforce – to make finding the value in data even easier. By demonstrating integrations with data visualisation tools such as Tableau, even customers with little experience of data science quickly see how easy it is to spot trends in the data they are collecting and how these can inform their business operations.

4. What kind of innovations would you like to see in 2021 and beyond?

Voice data and AI will become a natural part of understanding what is happening in every corner of a business – listening to phone calls is going to seem as outdated as receiving a fax. Advances in language technology will give us the ability to find meaning in voice data in ways that seemed like science fiction only a few years ago. Insights from voice AI are not only something that will drive better business decisions in customer-facing businesses and call centres. We will be able to use deep insights from calls to places like emergency services and COVID-19 helplines to help with decision making that will directly affect people’s lives.

5. Where do you see the future of voice data intelligence?

In today’s data-driven world of business, voice data is becoming more and more important. As organisations begin to realise the power of voice data, they are turning to unified call recording to help them harness that valuable call data they receive every day. Significant development has been put into voice-to-text transcription, and this is only going to improve as automatic speech recognition models are trained to understand more languages, dialects, and accents. It’s not only what was said that is important, but how it is said. Sentiment and tone analysis are areas of further development, allowing businesses to truly understand how their customers feel about them. These innovations give rise to a whole host of business use cases: from churn prevention through the early detection of unhappy customers, to product development by identifying trends in customer needs.

Aragon Research has recognised Dubber as a global conversational AI leader, with a report detailing Dubber’s visionary and innovative approach to using AI to generate conversational intelligence.

Dubber has been recognised as a “Hot Vendor in Conversational AI” in the 2021 report by Aragon Research, Inc. The Conversational-AI market is experiencing significant growth and is expected to record a CAGR of 30.2% (through to 2024) driven by the needs of businesses of all sizes for greater customer, people and revenue intelligence.

The report identified Dubber’s ability to derive business value from voice data and provide easy to follow transcription and sentiment analysis of crucial conversations by sales reps, customer support personnel, and others, mentioned as standout features.

Conversational intelligence benefits

Dubber’s conversational intelligence enables both internal and external benefits for businesses.

Conversational intelligence enables revenue programs such as sales, customer success, and customer loyalty. Real-time text and speech-based insights can help sales reps improve information accuracy, productivity, streamline communication between managers and employees, and drive continuous learning throughout the enterprise.

Internally, it’s often used to promote employee engagement and performance through coaching, learning, training, assisting, and more diligent recording and archiving of important enterprise knowledge, such as the knowledge stored in meetings. When the entire meeting is recorded, critical insights and intelligence is unlocked. Meeting recording and transcription paired with insights can drive a more unified, engaged and knowledgeable workforce.

Let Dubber Conversation AI do the work

Dubber Conversational AI comes ready to run with the ability to develop AI training specific to your institution.

• Industry-leading transcription with auto-language detection
• AI-enriched sentiment, tone and emotion signals
• Automate data loss and misuse monitoring Deep-learning and ML-based policies automate the detection of leakage risks in what was said, shown, or shared. Create your own custom, company-specific policies.
• AI-powered alerts on risks move you beyond random sampling and transcript searches
• Workflow automation for automating the next best action and processes based on conversational data

Dubber offers service and solution providers, government agencies and businesses the ability to compliantly record conversations in the cloud, without hardware or storage.

Dubber Unified Conversational Recording and Voice Intelligence Cloud can scale to fit any size business and allows access to previously untapped voice data. Voice, video and chat conversations are transcribed and enriched with AI-powered insights and are available on a phone or browser.

Dubber processes billions of minutes of recorded voice data and transforms that data into intelligence for 1,000s of businesses. Dubber solutions are native to Cisco Webex, Microsoft Teams, and Zoom, and networks such as AT&T, Verizon, Telstra and Cox Communications.

“Dubber’s tremendous network of service and solution providers, as well as our partners, has allowed us to the ability to unlock the potential of conversational data into meaningful intelligence for customers,” said James Slaney, COO, Dubber. “Our inclusion in the ‘Hot Vendors in Conversational AI’ report is reflective of the power of conversational recording for business insights and certainly a rewarding recognition of the incredible year of growth and progress Dubber has had.”

If you’re a Cisco customer, chances are you’ve used MediaSense. This built-in call recorder came as part of Cisco products to capture your phone conversations.

MediaSense is nearing the end of its days. Cisco stopped selling the call recorder back in 2017 and this year will be formally ending its support for both 10.x and 11.x versions.

I’ve been relying on MediaSense, what should I do?

The official deadline for the end of MediaSense is October 31st 2020. If you’ve been relying on it to record your calls, the time is now to look for a new solution. And we’re here to help. Dubber joined Cisco in 2019 to provide Unified Call Recording and voice AI services for their Webex Calling service and we now support their UCM-C, HCS, and CUCM services.

We offer pain-free migration for all of your MediaSense recordings to our cloud platform, and the chance to upgrade to the Dubber Voice Intelligence Cloud, with no need to invest in any new equipment. We record directly from the Cisco network so all calls are recorded, whether they happen on a fixed line, mobile device, or IP connection. Our services are available on a subscription model so there is no long-term commitment required.

How does Dubber compare to MediaSense?

Plus:

• By upgrading to the Dubber Voice Intelligence Cloud every call is fully transcribed with sentiment analysis
• Customer alerts based on call content
• Compatible with Webex Calling, UCM-C, HCS, and CUCM services

The Dubber platform is efficient and cost effective: with an open API for easy provisioning and integration with other business tools such as Tableau. We have ready-to-use Google Data Studio templates, and will soon be launching a dedicated Salesforce app. Our secure and scalable cloud platform offers long-term, unlimited storage that can help with regulatory compliance – with no restrictions on the amount of minutes recorded or stored.

Once you record your calls with Dubber, you get access to our Voice Intelligence Cloud – fully transcribing every single call and enriching call transcripts with detailed information about caller sentiment and tone – even identifying seven different emotions. This data opens up the potential for businesses to gain valuable insights from their voice data, search for calls by keyword, and automate processes based on what was said during a phone call.

Try out Dubber call recording and voice AI for free

To ease the transition to the cloud, we are offering free recording migration to all MediaSense users as well as free call recording for the first 90 days. Make sure you don’t lose out on the critical function of recording your calls and contact Dubber to access the free offer.

We offer three plans to suit your call recording requirements, along with increased support services. You can stack as many licenses as you need, there are no minimums required. Each license comes with unlimited recording minutes, and unlimited storage – making it perfect for compliance with industry regulations.

Our conversations are rich with information; but this valuable voice data is lost as soon as the call ends, or is trapped within proprietary call recording solutions. Voice is the largest untapped data source for most businesses, but if it is siloed its true value is lost. This is why we have introduced Data Exporter. This easy-to-use feature unlocks the voice data of a business and allows companies to truly unify their data to create a single source of truth.

When businesses export voice data and combine this with other internal data sources, they have the potential to tap into valuable insights. This can help to: develop dashboards to visualise contact centre agent performance, monitor and report on customer experience, deliver compliance reporting, access conversational content for investigations and customer remediation, enrich CRM data, and automate workflows. This kind of data cannot be extracted from chatbots or email and so is a valuable source of business intelligence.

What can businesses do with exported voice data?

Whether you’re a huge enterprise with a team of data scientists at your disposal, or you’re a small business owner who’s more comfortable with an Excel spreadsheet, data is key to making business decisions. We give you complete ownership of the data you collect from your calls, allowing you to use it in the way that best suits your business needs.

When you export data from Dubber, you are able to view call information, including sentiment ratings, tone and emotion. This kind of data can give a real insight into customer satisfaction and provide businesses with a better understanding of how customer conversations unfold.

You can unify exported voice data with data from other areas of the business, allowing for greater visibility. This is key to making your data work for you: with no more siloing of information, you get a 360º view of business trends and can more easily spot patterns.

Businesses can use contact centre analytics tools to compare data such as call volume, IVR path, and user numbers to analyse business patterns. Data can be exported to visualisation tools such as Tableau – or to tools that users are familiar with, such as Excel.

Improve customer satisfaction

Improving customer satisfaction and net promoter score is a key driver for businesses. By continually monitoring customer satisfaction using sentiment data, businesses can work to ensure satisfaction throughout sales, service, and complaints processes. Companies can use the knowledge gained from this analysis to raise customer satisfaction levels and increase the customer retention. Using Dubber’s Voice Intelligence Cloud, businesses can display sentiment and tone analysis. When viewed alongside call themes they can see how sentiment and tone changed over time.

Improve dispute resolution

Good complaint handling reduces overall operational costs. Businesses can analyse their exported voice data to ask questions of their complaints process. This data can show if complaints have been dealt with fairly and correctly by the customer service team, and whether anything could have been done differently. Customer service teams can identify common barriers to dispute resolution, alongside the root cause of complaints. This gives businesses the opportunity to address underlying issues and ultimately reduce incoming call volumes.

Understand first contact resolution

First contact resolution (FCR) provides an overview of customer resolution across various call types and shows the related sentiment and tone. FCR rates are determined by analysing spoken content within calls to find language relating to repeat contact such as ‘third time of calling’ or ‘last time I spoke with…’. When this is exported for analysis alongside CRM data and PBX records that show multiple interactions with the same users, businesses can determine the FCR rates for their calls.

Unresolved calls also provide an opportunity for deeper analysis around root cause and the frequency with which these escalate to negative call outcomes. Analysis of these calls can provide training insights.

Inform day-to-day business decisions

As well as using voice data to look at the big picture, businesses can also use it to inform everyday operations. Customer teams can export sentiment data to CRMs to inform a more personalised approach to customer interactions. Customers who are shown to be frequently exhibiting emotions such as fear or anger could receive a different approach to those who frequently show positive emotions on calls. Calls with negative sentiment can be used as a training tool for contact centre operators to learn how to alleviate negative emotions.

Particularly at this time when many businesses are operating with a remote workforce, management may want to use sentiment analysis to check on employees dealing with an increased number of calls with negative sentiment ratings.

Not a data scientist? No worries

Not everyone has the time or resources to undertake huge data science projects using expensive software. If you’re new to data science, we have you covered with our own set of templates for Google Data Studio. They will help you take your first steps into the world of analytics and business intelligence.

Available as standard for all Dubber AI plans

All businesses with Dubber AI plans will be able to use the Dubber API to export recording data up to a range of 31 days. Exports are presented as a csv spreadsheet where each row represents one recording, and include voice AI information. This allows data from recorded calls to be extracted in bulk. The new feature is included as standard through the API.

Voice data has been a long ignored or inaccessible pool of business insights critical to addressing compliance, customer experience and business performance. The inability to convert voice-based interactions internally and externally has reduced telecommunication carriers to providing connections. This has precluded them from the data race and using AI to develop new service offerings based on big data sets.

Deloitte found that, in organisations adopting AI, more than 80% of business leaders see AI as “very” or “critically” important to their business success. Some researchers have even predicted that AI could become a “general-purpose technology” – one that will transform every industry and society at large.

The power source of AI is data, and telecommunications service providers have a great opportunity to offer businesses access to this AI fuel. With 92% of all customer interactions happening over the phone, the data being created is vast – but it’s not being used to its full potential. Traditionally, if calls have been recorded at all, the capture of voice data has been limited by on-premise storage. Any data that has been recorded has been siloed and represents only a fraction of the total communications taking place. Not anymore.

Don’t leave voice data out

Businesses surveyed about their AI priorities by PWC stated that their top data challenges were identifying, collecting or aggregating data across their organisation, and integrating AI and analytics systems to gain business insights. Unstructured data, such as recorded calls, was seen as a problem to collect or make sense of. Only 18% of businesses take advantage of this data as part of their AI strategy. This is a significant opportunity for telecommunications service providers to give businesses access to data that has traditionally seemed out of reach.

It is precisely this kind of data that can give a comprehensive view of customers. Executives who say unstructured data is one of the most valuable sources of insights are 24% more likely to have exceeded their business goals, according to a survey by Deloitte. Unfortunately many companies are discovering that understanding customer journeys and making tailored offers is difficult to achieve with traditional premise-based analytics.

Telecommunications service providers have an opportunity to take the conversations happening on their global networks and deliver value from them. Currently telecom networks passively enable the exchange of data, when they could be actively enabling access to the value held within that data. If they don’t act fast, OTT players may make them redundant by building their own networks – Google and Facebook already are.

The call recording backbone for telecommunications

We created Dubber to empower service providers and businesses alike. By recording calls directly on the network, we enable service providers to provide recording and voice AI services for businesses of all sizes. By building our platform in the cloud, we have reduced the cost of data storage by removing the need for expensive proprietary software and hardware.

It’s not just our cloud storage and processing opportunities that make our platform so appealing, but the data modernisation capabilities. We can migrate existing data from on-premise solutions to the cloud to unify the voice data of a business and enable 360^o analysis. Data modernisation offers substantial cost savings. 32% of businesses surveyed by Deloitte identified cost and performance as the top drivers for moving to the cloud, with 91% listing cloud platforms as their primary data storage method. Of the remaining 9% that stored their data on premise, nearly all planned to migrate to the cloud.

Removing the technical barriers to AI insights

Making voice data as accessible as possible is one of our passions. Not only do we democratise call recording through our cloud subscription service, with Dubber AI we also make it easy to extract the data held within calls for analysis. Businesses can easily view call information – including full transcripts, sentiment ratings, and tone analysis – to get a real insight into customer satisfaction.

You don’t need to be an expert in data science. Small businesses will be taking their first steps into the world of data and AI and won’t have the technical skills or budgets required to hire data scientists. With the Dubber platform, they can access easy-to-use services (including ready-to-use Google Data Studio templates) that address these shortfalls: all without having to make big upfront investments. By giving access to AI as a service we’re giving all companies the ability to use it now.

And by partnering with telecommunications service providers around the world to democratise access to voice data, all a business has to do is switch the service on.

Keeping compliant with data protection laws, such as the GDPR, PCI DSS, or information security standards like ISO 27001, requires not only securing data effectively, but also deleting the data when you no longer have a legitimate purpose to store it. With Unified Call Recording from Dubber, you can ensure that recorded calls comply with data retention periods, and are secured effectively. The latest update to be released to the Dubber platform includes the option to set a retention period for recordings, allowing companies to comply with data protection legislation more easily.

Why do I need data retention periods?

The retention period is the length of time you store customer and supplier records for business or compliance purposes before the data is deleted. Erasign data after it is no longer required is important as it reduces the risk of keeping unnecessary, inaccurate, or out of date information.

While the General Data Protection Regulation (GDPR) doesn’t set out any specific minimum or maximum periods for keeping customer and supplier data, it does state that you must keep data no longer than is necessary for the purpose you obtained it for.

If you process debit or credit card information, you may be subject to the Payment Card Industry Data Security Standard (PCI DSS).

Similarly, if you intend to comply with ISO 27001, the international standard that describes best practice for information security, you must take note of its requirements. These compliance requirements will dictate what information must be included in your information security policy and the rules you should follow. A simple data retention policy will address: the types of information the policy covers, how long you are entitled to keep the information, and what you should do with data when you no longer have a legitimate purpose to store it.

What are data retention best practices?

• You must not keep personal data for longer than necessary
• You need to be able to justify how long you store personal data. This will depend on why you are storing the data
• You should have a data retention policy that sets standard retention periods, in order to comply with documentation requirements
• You should periodically review the data you hold, and delete or anonymize it when no longer required
• In some jurisdictions, individuals have a right to erasure and you should be ready to delete data on request
• Personal data should only be retained for longer periods if it is for public interest archiving, scientific or historical research, or statistical purposes

How do I set a data retention period?

Data protection regulations around the world require enterprises to ensure that personal data from their consumers is deleted after a specified period. These requirements will vary by region and industry. With retention periods, businesses can customise their plan so that recordings are deleted according to their exact compliance needs. Retention periods can be altered as required so that organisations can adapt to changing regulations.

While your voice data is stored within the Dubber platform, you can be sure that the security measures will protect against any data breaches. The platform offers a level of encryption and reliability not seen in on-premise storage, with significantly reduced risk of damage, theft, or tampering. Alternative approaches to call recording such as in-app recording means a lack of control over who has recorded calls, where they are stored, and who has access to the voice data. Enterprises must ensure that their information security policy protects against this kind of risky behaviour.

What about complying with financial services regulations?

Legislation such as MiFID II in the EU requires financial services organisations to record calls containing financial advice, but these must be deleted after 5 or 7 years, depending on the country. With the new retention periods feature, financial institutions can set a maximum length of time for recorded calls to be stored within the Dubber platform. Once this period has been reached, these recordings and their associated AI data will automatically be deleted.

Do I need a special plan?

Retention periods are available as standard on our Call Dub and Dubber AI plans, at no additional cost, and are enabled as default within account settings. These services are both all inclusive, with a full range of recording features and unlimited storage, retention and minutes per month: ensuring no worries about running out of space. Dubber AI comes with added voice AI functionality, including transcription, sentiment and tone analysis, and customisable automated alerts.

To find out more about how Dubber’s Unified Call Recording is helping businesses meet their compliance requirements, click here to chat to one of our team.

We’re very excited today to be announcing general availability of Dubber Unified Call Recording and voice data intelligence on Telstra’s TIPT, Liberate and SIP services in Australia.

Telstra TIPT, Liberate and SIP have stood out as some of the most reliable and efficient ways to connect with customers. Now Government and Enterprise can double the value of those connections by putting the content in every call to work – improving customer experience, mitigating risks, and improving productivity.

For the first time, companies in Australia can easily purchase cloud based call recording across any connected device – including mobile, for their entire business, with no expensive hardware costs, software to install or costly storage to manage.

Legacy Enterprise call recording has traditionally been limited to call centre environments, doesn’t scale easily and only captures a small number of the calls made. These limits made it difficult for Enterprises in regulated industries to comply; critical activities such as customer sentiment reporting and knowing your customer couldn’t occur in a timely way; and integration with applications and Big Data were restricted. Covid-19 further exposed its weaknesses as businesses missed capturing and converting calls from mobile devices and a dispersed workforce.

Now, with Dubber’s infinitely scalable cloud platform and Voice Intelligence Cloud being integrated into Telstra’s TIPT and Liberate products, companies can turn on call recording on demand, for any user. Flexible plans mean they can scale-up or down easily, and it works for sole traders, SMBs and the largest of Government and Enterprises.

This opens up whole new opportunities for businesses to understand voice data and gain valuable insights into their business. Want to understand call sentiment for every branch location in a bank, or franchisee outlet? That can easily be done using Dubber’s in-built sentiment analysis tools. Want to have a transcript of important customer calls integrated into Salesforce? Easily done as a standard part of Dubber’s service. Running a medium sized financial planning firm and need to record landline and mobile customer advice calls for ASIC record keeping and compliance purposes? We’ve got you covered.

Once a company starts deploying “whole of business” call recording, they can also take advantage of valuable insights from their voice data using advanced artificial intelligence and speech analytics tools. Want to trigger notifications every time a competitor is mentioned in a voice call inside the business? How about triggering a direct mail campaign offer to a bank customer every time a customer mentions “credit card” on a voice call? All of this is possible and much more when businesses are able to use the information inside their company from voice data.

And there are great opportunities for Telstra channel partners too. We believe that Dubber cloud call recording services can drive significant new demand for TIPT, Liberate and SIP services. Liberate in particular, is the first mobile service in the country that will have network layer, integrated call recording available.

We call this the “democratisation” of call recording for businesses and individual users. It will completely change the call recording industry in the months and years ahead.

Everyone should be able to access their voice data – no matter the size of their business. Unified Call Recording and voice AI doesn’t need big budgets for up-front spending, or a big office to store bulky on-premise recording equipment. Even small business owners can see great return on investment when they start recording their calls.

1. Gain greater visibility and easily resolve disputes

Phone calls remain the dominant form of business conversation. Email, chat, and messaging are all good for quick transactional communications but, especially with the increase in remote working, the most important conversations happen on voice or video calls. Unfortunately the data from those conversations is lost as soon as the call ends.

If the call was recorded from your service provider network (with no hardware or software to install), it could be replayed from anywhere, you could review a full transcript, and receive alerts and reports on customer satisfaction based on the sentiment of calls.

Imagine you are Chris, who has run his building business for decades and is slowly handing responsibility to his two sons as he edges towards retirement. He still wants to keep track of his team and their jobs as he trains the new company directors and sometimes worries about who has committed what and at what price.

By recording conversations across all company phones, Chris has greater visibility while letting his sons take leadership over the business operations. Easy to digest call transcripts allow him to quickly assess upcoming commitments and sentiment analysis shows how happy customers are. Chris can even search by keyword for specific jobs and set up alerts for negative sentiment to ensure that any unsatisfied customers are followed up with.

While call transcripts provide Chris with peace of mind, the rest of the team also benefit from having proof of their conversations. When it comes to final invoices, they have the reassurance of knowing exactly what was agreed between them and the customer and are protected in the case of any disputes.

2. Train staff in proven sales techniques

The phone is one of a sales rep’s most important tools as they build their relationship with existing customers and nurture leads towards a sale. Sales people hone their pitches and techniques to a fine art and adapt their messaging depending on the product and the contact. In an ideal world, they’d be able to pass this knowledge onto new team members, but this can be difficult unless they listen into every conversation. By recording calls, sales leaders can isolate successful sales pitches and use these as the basis for staff training.

Alex is the owner of a tech startup that is focused on driving growth. Alex has recently employed a number of new sales staff and is keen for them all to get behind the company messaging with effective sales pitches that turn leads into customers.

By recording calls, Alex can repurpose conversational content for coaching new team members. Sentiment analysis of recordings can identify happy customers, and this data can be cross-referenced with the status of leads and deals to find the top performing messaging. This data also makes it easy for Alex to measure the achievements of the team and reward their hard work.

3. Improve customer experience through data-driven insights

Salesforce is the source of truth for sales people, who use it to track their interactions with their customers. Imagine if those interactions were available within Salesforce itself. You could recap a conversation, refer to a transcript, and see who else at the business has spoken to your contact and know exactly how they feel about the brand and at what stage of the purchase journey they are at.

Charlie owns a fashion brand and has a sales team that works with department stores and online retailers to stock the brand. Charlie is interested in how data can inform business decisions but is a complete beginner when it comes to data science. With a free Google Data Studio account, Charlie can use templates to see reporting from sales calls and get a quick insight into how the team is performing.

By integrating recorded calls with Salesforce, Charlie can see a more granular view of sales interactions. Sentiment analysis can give a report of customer satisfaction at a call level, while Charlie can also set up reporting for how wholesale customers are feeling about the brand by week or by month. One staff member might spend more time on the phone than others, and by viewing this data alongside their sales performance Charlie can see that these longer conversations build relationships with customers. By applying this knowledge to the rest of the business, Charlie can improve customer retention.

4. Reduce churn with customisable automated alerts

Call recording is vital for legal firms to store a secure record of their conversations with clients. But these calls could provide valuable insights rather than being locked away with no further action. The data held within these conversations could provide the information required to increase client satisfaction and loyalty.

Ruth runs a family law firm, with her two daughters employed as divorce lawyers. Ruth spends a lot of time trying to win big clients and maintain good relationships with her existing clients. She wants to make sure that the firm is providing excellent service to keep her clients happy and loyal.

With automated alerts, calls are automatically flagged for review. Ruth can set up custom parameters for notifications, either via email or to automate processes in software such as a CRM tool using an API. She might want all calls with negative sentiment to be sent to her inbox so she can check whether there is anything she needs to follow up on, or there might be a particular client she is worried may leave in favour of a competitor and so set an alert for any calls to or from their number.

Call transcripts provide a simple and easy way to review key conversational content and detect unhappy clients and Ruth can even review these when she is at home, or travelling between client meetings. With her secure login and specific permissions, she can access calls from any location or device.

5. Stop taking notes with instant call and meeting transcripts

Dispersed workforces are more common now than ever before, and communication is being put to the test. Sharing information with team members via email and Slack can lose nuance and tone but involving a huge team in client conversations can be unwieldy and lead to interruptions and sidetracking.

Robin is the owner of a content agency with a roster of freelance copywriters, graphic designers, and video creators. Robin spends most of the day meeting clients to get a detailed brief of their needs and chooses the appropriate member of the team to create the required content.

By recording client calls and meetings, Robin doesn’t need to take notes and can really be in the moment with clients and have time to think and ask all the right questions – safe in the knowledge that a full transcript of the conversation will be waiting. Working with a dispersed workforce, Robin relies on being able to share details of jobs with the team of content creators. With secure sharing, conversations can be accessed by the freelancer undertaking a job so they know exactly what is required.

All of this is possible with Dubber. Are you a small business owner thinking about getting call recording? Speak to a member of our team today for advice on the right subscription for you.

Any business in a highly regulated industry will understand the extra compliance measures they need to take to ensure they meet the required standards.

This is particularly true in the financial services industry. With more than 80% of business interactions being voice, businesses place themselves at risk if these crucial conversations are not properly captured. Customer disputes may take longer to resolve leading to customer’s losing trust in their financial institutions, expensive lawsuits, and brand damage.

But how can businesses efficiently and seamlessly prevent many of these issues escalating and damaging reputation, regulatory fines, and worse?

The answer is Unified Call Recording (UCR) and voice data analytics.

UCR allows businesses to meet compliance mandates by implementing Dubber into their telephony and UC systems. Here are five ways that Financial Services can use Dubber to mitigate any compliance risks to their business.

1. Fraud detection – While financial institutions have regulations in place to detect inappropriate or fraudulent behaviour, UCR and voice analytics provides them with a holistic overview of all customer interactions across the business. Breaches of policy can be alerted immediately. Investigations conducted using real-time search. Insightful call transcriptions provide the ability to analyse these interactions for any discrepancies or anomalies in behaviour.

2. Know your customer (KYC) – Call recordings provide a full record of a financial institution’s dealings with the customer, satisfying the major criteria of correctly identifying the individual customer or entity. Dubber features such keyword search allows Team Leaders to audit these calls to ensure that proper KYC procedures were adhered to when dealing with the customer. Dubber’s sentiment analysis also provides businesses with an understanding of how a customer feels about their business helping them to modify the way they service that customer.

3. Increasing transparency with auditors and regulators – Call recording not only benefits clients, but also financial advisers, and the corporate bodies who regulate the industry. Dubber’s API’s enable financial adviser’s to automatically transfer call recordings to their relevant client files, eliminating the need to manually take notes and ensuring all information pertaining to that client is held in the one file. This allows internal compliance teams to conduct audits and investigations more efficiently by allowing them to view all customer interactions in the one file.

4. Acting in the client’s best interest – Any institution providing financial advice must act in the client’s best interest. Unified Call Recording safeguards both the client and the adviser, ensuring any issues of miscommunication or claims of inappropriate advice are eliminated and client disputes can be resolved faster. Dubber’s Legal Hold feature also protects both the business and the customer by ensuring that selected call recordings can never be deleted, further helping businesses with client disputes.

5. Client data management – Local Privacy Laws may specify that businesses only hold on to customer data for a specified period of time. Dubber’s data retention feature allows businesses to comply with their local privacy laws by allowing call recordings to be automatically deleted after a specific period of time. This ensures businesses are only storing relevant information, and not unnecessarily holding on to customer data, minimising risks for both the business and the customer.

Dubber’s Unified Call Recording and Voice Data Intelligence has a myriad of use cases for any heavily regulated business. Schedule a time to meet with a Dubber sales representative to learn more about financial services applications.

Dispersed workforces, remote call centres, and increasing customer and employee connections across mobile devices. These are just a few of the impacts of COVID-19. Hallway conversations, listening in, and on premise systems once gave leaders some insight to the conversations taking place between employees, customers, and suppliers. For many that has become difficult, if not impossible. Costly and limited on-premise call and conversation capture can’t keep up. A move from legacy call recording to the cloud has become a priority.

With a remote workforce, enterprises are asking how to capture crucial conversations. The number of IP connections has grown rapidly with more calls occurring remotely than on premise. However, regulatory demands remain in place: requiring secure, long-term storage of calls. Enterprises are looking for keyword reporting, sentiment analysis, and accurate and accessible transcriptions to quickly view call data, and receive custom alerts.

Accelerating to the cloud

This change is reflected in the broader shift to cloud-based solutions. Where this was once part of a longer-term digital transformation strategy, it has now become accelerated. 93% of IT decision makers are moving their cloud adoption programmes forward. Budgets will be shifted towards cloud solutions that facilitate our new way of working, with 52% seeing an increase due to the pandemic.

Optimised for remote work

We created Dubber to enable any business conversation to be captured and converted to actionable insights, no matter where it takes place. We couldn’t have imagined a scenario like COVID-19, where a dispersed workforce would make cloud call recording so critical.

With automated provisioning and no need for on-premise equipment or management, we make it easy for businesses looking to move to the cloud. We can even migrate historic recordings to cloud storage to ensure minimal risk and disruption as this change takes place. From then on, businesses can be assured that their communications can continue as normal, no matter where their employees are working from.

Business insights from a dispersed workforce

While our cloud call recording means that compliance mandates can still be met regardless of where staff are working from, this is just the beginning. Our voice AI is where businesses see real value. They are identifying opportunities to reduce churn, sharpening investment decisions, and improving the quality of conversations with customers. All this from the data held within their voice calls.

Four voice data imperatives

1. Call recording isn’t the answer. It’s an answer, but not the answer. Voice data remains one of the great untapped opportunities in the enterprise. To unlock the data within is where the answers lie.
2. AI isn’t just a convenient buzzword. When talking about AI, most call recording vendors are referring to transcription. This is just the first step. The real imperative at the heart of Dubber is using AI to enable advanced analytics, workflow management, sentiment analysis, and more.
3. Break free of application, storage and device silos. Legacy call recording platforms imposed high-costs, limited storage, and restricted call capture. This only gave enterprises a partial view of what was happening, and locked data into proprietary dashboards. Our open API, data exporter, and application integrations allow you to use call data across your business.
4. Secure your voice data. We capture voice data at the network level, and secure it with market-leading technology. Recording to local storage or application clouds outside of your control is high risk. Your voice data is as important as any other data, and should be protected.

The voice data revolution is just getting started. Getting your voice data strategy right today sets you up for long-term success and will help bridge the distance created by COVID-19.